Transcend Yourself—Day Five of National Customer Service Appreciation Week
Jodi BeudercloseAuthor: Jodi BeuderName: Jodi BeuderEmail: jbeuder@impactlearning.comSite:http://www.impactlearning.comAbout: Jodi Beuder, Customer Experience Advocate at Impact Learning Systems, believes customer service exists not just outside the company, but inside, too.. “To me, customer success starts before any conversation and ends long after. It begins with positive branding and messaging, in order to get the customer to the door. Customer engagement is motivating and educational, and transactions are easy and user-friendly. Customer success ends with the customer returning to that experience again.” With over 20 years in Marketing Executive roles, Jodi has dedicated her career to assisting companies grow their brand presence and sales, and most importantly, their customer retention and satisfaction.See Authors Posts (228)

Suc­cess Case #5

All week we’ve been count­ing down the top 5 case stud­ies, high­light­ing com­pa­nies that have had great suc­cess after going through out train­ing pro­grams. Today’s Case Study: Bro­cade.

Bro­cade, a com­pany that pro­vides com­pre­hen­sive net­work solu­tions, hired Impact Learn­ing Sys­tems to train their teams. They chose the Get­ting to the Heart of Tech­ni­cal Sup­port™,Diag­nos­tic Trou­bleshoot­ing™,and Mak­ing it Hap­pen™ Courses.

As National Cus­tomer Ser­vice Appre­ci­a­tion Week draws to a close, we hope your orga­ni­za­tion has cel­e­brated its cus­tomer ser­vice employ­ees and your week ends on a pos­i­tive note. This week we’ve been vis­it­ing the five com­po­nents of our HEART model and today we are delv­ing into the “T” of our model: Tran­scend Your­self.

“We all have the extra­or­di­nary coded within us, wait­ing to be released.” — Jean Houston

One doesn’t have to look far for inspir­ing books or moti­vat­ing posters to keep going when feel­ing chal­lenged. Walk down any book­store Self-Help aisle and you’ll find a plethora of books on the sub­jects of inspi­ra­tion, moti­va­tion and tran­scen­dence. While it may feel nat­ural to look to such resources for our per­sonal lives, it is easy to for­get how we can be inspired and tran­scend our lim­i­ta­tions when it comes to our pro­fes­sional lives.

When we are look­ing at increas­ing effi­ciency within our orga­ni­za­tions and pro­vid­ing the type of cus­tomer ser­vice that yields pos­i­tive results, we nat­u­rally turn to those met­rics that mea­sure the strengths and weak­nesses of our efforts. While pay­ing atten­tion to such indi­ca­tors is impor­tant, keep in mind that other indi­ca­tors of suc­cess are harder to mea­sure. Take for instance inspi­ra­tion. Being inspired makes us aware of new pos­si­bil­i­ties. When we tran­scend our lim­i­ta­tions and ordi­nary expe­ri­ences we are pro­pelled from apa­thy to possibility.

Man­agers and busi­ness lead­ers can inspire their teams by shift­ing focus from effi­ciency to effec­tively uti­liz­ing a company’s diver­sity of resources, accord­ing to pro­fes­sors Gre­gory Dess and Joseph Picken in “Chang­ing Roles: Lead­er­ship In The 21st Cen­tury.” They argue for five key roles of leadership:

Using strate­gic vision to moti­vate and inspire

Empow­er­ing employ­ees at all levels

Accu­mu­lat­ing and shar­ing inter­nal knowledge

Gath­er­ing and inte­grat­ing exter­nal information

Chal­leng­ing the sta­tus quo and enabling creativity

Tran­scend­ing our lim­i­ta­tions is pos­si­ble when we feel inspired. Busi­ness lead­ers and man­agers who incor­po­rate the above roles will help inspire those around them. When employ­ees are able to tran­scend his/her own lim­i­ta­tions and bar­ri­ers, not only is the employee empow­ered, but those around will be as well.

This year, Impact Learn­ing Sys­tems is proud to be part­ner­ing with PACE for National Cus­tomer Ser­vice Week. We’re a proud spon­sor of the first-annual CXE Awards.

Jodi Beuder, Cus­tomer Expe­ri­ence Advo­cate at Impact Learn­ing Sys­tems, believes cus­tomer ser­vice exists not just out­side the com­pany, but inside, too.. “To me, cus­tomer suc­cess starts before any con­ver­sa­tion and ends long after. It begins with pos­i­tive brand­ing and mes­sag­ing, in order to get the cus­tomer to the door. Cus­tomer engage­ment is moti­vat­ing and edu­ca­tional, and trans­ac­tions are easy and user-friendly. Cus­tomer suc­cess ends with the cus­tomer return­ing to that expe­ri­ence again.” With over 20 years in Mar­ket­ing Exec­u­tive roles, Jodi has ded­i­cated her career to assist­ing com­pa­nies grow their brand pres­ence and sales, and most impor­tantly, their cus­tomer reten­tion and satisfaction.